Increase Retention by Turning Ex-Employees into Empowered Partners ft. Kris Sundberg (Restaurant365)

Unchurned - The No. 1 podcast for Customer Success

#updateai #customersuccess #saas #business

Kris Sundberg, the Senior VP of Customer Success at Restaurant365 joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss how they leverage AI for predictive analysis, the potential benefits of benchmarking and data insights for competitors in the market, and the impact of COVID on their clients in the restaurant industry. Kris delves into the company's unique approach to client engagement and cost management, and the exciting new addition to Restaurant365- Mickey Powell.

Timestamps

0:00 - Preview

1:20 - Josh forgets to record, Mickey joins Restaurant365

7:32 - Meet Kris

8:49 - Is having CS report to the CRO a good idea?

11:22 - Commisioning CSMs for retentions and upsells

14:14 - What does a CS Ops analyst do?

18:35 - Managing a team of 260 CSMs

21:10 - Ensuring customer enablement and engagement

25:00 - Kris rehired and outsourced work to former employees during Covid-19

30:05 - How does this outsourcing work at Restaurant365?

32:20 - Focus on Minimizing Customer Turnover and Payroll

35:00 - AI in CS

38:50 - Benchmarking customers against their competitors

42:00 - Closing ___________________________ 👉 Follow the podcast Youtube: ⁠⁠⁠⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠⁠⁠⁠ Apple Podcast: ⁠⁠⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠⁠⁠ Spotify: ⁠⁠⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠⁠⁠ 👉 Connect with the guest Kris Sundberg: https://www.linkedin.com/in/kriswithak/ 👉 Connect with hosts Jon Johnson: ⁠⁠⁠⁠⁠https://www.linkedin.com/in/jonwilliamjohnson/⁠⁠⁠⁠⁠ Kristi Faltorusso: ⁠⁠⁠⁠⁠https://www.linkedin.com/in/kristiserrano/⁠⁠⁠⁠⁠ Josh Schachter: ⁠⁠⁠⁠⁠https://www.linkedin.com/in/jschachter/⁠⁠⁠⁠⁠ 👉 ⁠⁠⁠⁠⁠Sign up for ⁠UpdateA⁠⁠⁠⁠⁠I⁠ - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠⁠⁠⁠⁠⁠https://blog.update.ai/⁠⁠⁠⁠⁠⁠ 👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the ⁠⁠⁠⁠⁠CS Insider Newsletter⁠⁠⁠⁠⁠

👉 Check out the most loved episodes

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👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like ⁠⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠ Zoura⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠⁠.

______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.